Call Center Operation: Design, Operation and Maintenance

Digital Press (March 14, 2003) | ISBN: 155558277X | 352 pages | 3.6 MB | CHM

Description
Every customer-facing corporation has at least one call center. In the United States, call centers handle a billion calls per year. Call Center Operation gives you complete coverage of the critical issues involved in the design, implementation, organization, and management of a customer call center. Sharp provides information on advanced technology tools for workforce management, workshop examples for training call center staff, and an analysis of the significance of the call center to overall corporate customer relationship strategies. A special feature of the book is its focus on call center case studies, describing a number of successful call center strategies and best practices, selected from various business sectors - financial, retail, healthcare, travel, technology, and others. These case studies provide useful guidelines based on successful corporate call centers that will guide you in establishing and maintaining the most effective call center operation for your enterprise.

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Best Practices: Difficult People: Working Effectively with Prickly Bosses, Coworkers, and Clients (Best Practices)

Collins - 2007-04-01 | ISBN: 0061145599 | 159 Pages | 1.8 MB | PDF

Every office has someone who's no fun to be around. But getting along with that person—and managing them effectively—can make both your jobs easier. Difficult People, a comprehensive and essential resource for any manager on the run, shows you how.

Learn to:

Recognize why and when people act out
Identify different types of difficult people
Cope with difficult behavior
Get the most out of trouble employees
Nurture a harmonious work environment

The Collins Best Practices guides offer new and seasoned managers the essential information they need to achieve more, both personally and professionally. Designed to provide tried-and-true advice from the world's most influential business minds, they feature practical strategies and tips to help you get ahead.

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Google Analytics 2.0

Wiley; Pap/Onl edition | ISBN: 047017501X | 336 pages | September 4, 2007 | PDF | 8 Mb

Is your Web site serving its purpose? To find out, you need to analyze factors related to what the site is supposed to do. Site statistics give you raw numbers, but Web analytics are like site stats on steroids. Analytics crunch those raw numbers into meaningful metrics—information you can use. If you read our first book on Google Analytics, you already know what this tool can do and why that matters. (If you didn't, don't worry; there's an overview here, too.) This edition shows you what's new in version 2.0, helping you uncover specific details and use them like never before.

Master basic analytics and Web statistics concepts
Set up Google Analytics 2.0, choose the filters you need, and explore goals and goal-setting
Learn about new features that enhance analysis, including cross-segment reporting and drilldown content
Take control of Google Analytics with customizable dashboards and date ranges
Examine every aspect of the available reports, including visitors, traffic sources, content, and goals
Discover the specific reports suited for e-commerce sites and how to use them
Maximize the integration of Google Analytics with Google AdWords
Boost your use of Regular Expressions, write your own filters, and quantify your goals.

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Wikinomics: How Mass Collaboration Changes Everything

PDF | Publisher: Portfolio Hardcover | ISBN: 1591841380 | 320 Pages | 44 MB

Wikinomics: How Mass Collaboration Changes Everything is a book by Don Tapscott and Anthony D. Williams first published in December 2006. It explores how some companies in the early 21st century have used mass collaboration (also called peer production) and open-source technology such as wikis to be successful

The word "wiki" means "quick" in Hawaiian, and here author and think tank CEO Tapscott (The Naked Corporation), along with research director Williams, paint in vibrant colors the quickly changing world of Internet togetherness, also known as mass or global collaboration, and what those changes mean for business and technology. Wikipedia, the online encyclopedia written, compiled, edited and re-edited by "ordinary people" is the most ubiquitous example, and its history makes remarkable reading. But also considered are lesser-known success stories of global collaboration that star Procter & Gamble, BMW, Lego and a host of software and niche companies. Problems arise when the authors indulge an outsized sense of scope-"this may be the birth of a new era, perhaps even a golden one, on par with the Italian renaissance, or the rise of Athenian democracy"-while acknowledging only reluctantly the caveats of weighty sources like Microsoft's Bill Gates. Methods for exploiting the power of collaborative production are outlined throughout, an alluring compendium of ways to throw open previously guarded intellectual property and to invite in previously unavailable ideas that hide within the populace at large. This clear and meticulously researched primer gives business leaders big leg up on mass collaboration possibilities; as such, it makes a fine next-step companion piece to James Surowiecki's 2004 bestseller The Wisdom of Crowds.

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